Convergys Bilingual Customer Service Representative in Olathe, Kansas
Bilingual Customer Service Representative
The Customer Support Associate I position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.
Candidates must be Bilingual in English and Spanish to be qualified for this position.
Dimension & Scope :
- Interface with customers via inbound calls or the Internet for the purpose of resolving routine problems with products or services.
Principal Duties and Responsibilities:
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
Listen attentively to customer needs and concerns; demonstrate empathy.
Clarify customer requirements; probe for and confirm understanding of requirements or problem.
Meet customer requirements through first contact resolution.
Confirm customer understanding of the solution and provide additional customer education as needed.
Prepare complete and accurate work and update customer file.
Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
Effectively transfer misdirected customer requests to an appropriate party.
Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
Participate in activities designed to improve customer satisfaction and business performance.
Occasionally use decision-support tools to answer questions.
Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
Offer solutions to issues that are often non-standard/non-routine and require some clarification.
Maintain broad knowledge of client products and services.
Education & Professional Certifications :
High school diploma or equivalent experience.
Candidate Profile :
Knowledge of basic computer operations.
Willingness to rotate shifts, as needed.
Ability to learn.
Courteous with strong customer service orientation.
Dependable with proficient attention to detail.
Good listening and responding skills.
Must be flexible with the ability to adapt to changes quickly and think conceptually.
Possess insight into self and others.
Solid problem solving skills.
Some technical knowledge.
Environment, Physical & Other Requirements :
Ability to perform light hand activity work at a computer/telephone station in an office environment.
Position is primarily sedentary.
May stretch or stand at workstation for short periods at employee's option, as long as such activity does not detract from the employee's work, or interfere with other employees.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
USA, Olathe, KS
Who We Are
At Convergys, our mission is to set the standard in our industry through unparalleled care for our clients, customers & people.
For our clients, this means our 125,000 team members wake up every day united by a common goal: helping our clients maintain exceptional relationships with their customers.
For our people, this means a commitment to each other to accomplish great things, build careers, and have some fun along the way!
Build Your Career With Convergys
When you become part of our team, you join 125,000 talented people around the world who represent some of today’s leading brands. At Convergys, one of our values is to "Grow As a Team." It's in our DNA to prioritize teamwork and develop our people. By working together, we achieve great things for clients and create opportunities to build rewarding careers. You can be part of that when you join our team. And it's all at your fingertips!
Watch the video below to hear from some of our employees around the world as they talk about what it means to be part of the Convergys team.
Convergys has careers available in 31 countries at 150+ locations.
Establish your career with a company that has locations across the world. You can grow personally and professionally - and make a difference for customers and for the communities where we live and work.